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Build Consistent Customer Experience

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We operate our travel & tour business in India from 53 branches, each of which maintained independent accounts & databases. Such decentralization created a problem – all the branches had control over their independent operations but none of them was aware of what was happening in other branches.



Realizing the magnitude of problem, we decided to make a technological shift – to Microsoft Dynamics NAV. This changed our lives for the better.

Previously, the branches were totally disconnected from each other as there was no common platform to share information. If, for instance, a high priority customer of the Delhi branch was travelling to Cochin, and visited the respective branch to make a purchase; the branch – oblivious of the customer history & importance – would not give him the due preference. The database from Delhi could not be accessed by the Cochin branch which kept them from identifying a key customer – often resulting in inconsistent service levels, discount/credit denial – in turn resulting in customer dissatisfaction.

This does not happen anymore. Microsoft Dynamics NAV has given us a centralized platform to store customer information & interaction history. Now, a key customer of any branch can be identified at any other branch with quick data accessibility, and is given requisite benefits of a loyal customer – keeping them happy. This is how we have been able to build a consistent experience for our customers across all our branches.

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